Job Classification:

Role Overview:
The Life Concierge is a client-facing liaison delivering high-touch concierge-level service to Advocate teammates beneficiaries and the Advocate Benefits Team. This role coordinates across Prudentials service teams functions and business units to ensure an exceptional client experience throughout the life claims process. The Life Concierge also educates clients supports operational excellence exemplifies Prudential and Advocate cultures proactively manages escalations and process improvements and delivers services that require empathy critical thinking and nuanced problem-solving.

Key Responsibilities:

*Act as an extension of the benefits team provide high touch service and support
* Serve as the primary point of contact for Advocate teammates beneficiaries and the Advocate Benefits Team on all life claims and related inquiries
* Personally facilitate claim processes on behalf of the teammates guiding beneficiaries through life insurance claims (including death accidental death accelerated and dismemberment claims) with empathy and clarity accessing the claims systems as appropriate
* Support the Waiver of Premium process for current teammates and integration with disability carriers including direct outreach to explain the process answer questions and resolve exceptions
* Review and maintain the accuracy of all life insurance documents and communications
* Provide annual enrollment support
* Support grandfathered and exception groups (such as retirees or special policyholders) handling unique situations that require personalized attention
* Notify the GUL team of executive life insurance changes (additions terms coverage/address changes) and facilitate all related claims and communications
* Coordinate and resolve escalated claim and service issues partnering with internal teams and external contacts as needed
* Conduct personalized outreach (calls or emails) to teammates when standard communications (e.g. letters) are undeliverable or require further explanation
* Audit and resolve complex enrollment eligibility or claims discrepancies working with internal and external resources to ensure accurate coverage and payments
* Review and improve claims administration processes and documentation ensuring best practices and alignment across locations and teams
* Educate Advocate teammates through new hire orientation program meetings and 1:1 open hours.

*Educate Prudential claim managers and operations teams on Advocates culture ensuring that all touchpoints are handled with empathy and a deep understanding of Advocates values.
* Track analyze and report on claim trends customer experience metrics and identify opportunities for continuous improvement.

*Attend annual stewardship meetings to discuss the user experience
* Apply critical thinking and consultative skills to influence change in people processes or technology to deliver the desired client experience
* Participate in ad hoc projects and initiatives as assigned

Required Qualifications:
* Proven experience in client service life insurance claims or related operational roles with a demonstrated ability to work with teammates with empathy and sincerity.
* Strong contract knowledge and familiarity with standard operating procedures and policies across life products
* Excellent collaboration communication (verbal and written) and organizational skills
* Analytical skills for tracking trending and auditing claims and service data
* Consultative approach with strong problem-solving skills in complex situations
* Ability to assess situations quickly devise solutions and ensure execution across multiple functions and business units
* Experience managing escalations and process improvements
* Proficiency with CRM systems and reporting tools

Preferred Qualifications:
* Bachelors Degree or equivalent preferred
* Three years in group insurance operations or claims experience preferred
* Knowledge of group life insurance products (BGL OGL ODL OADD GUL) and claims processes
* Experience supporting large client groups and harmonized service models
* Demonstrated focus on continuous improvement and adaptability to changing needs
* Excellent presentation skills and ability to facilitate meetings
* Experience supporting benefits fairs and teammate education initiatives
* Bilingual skills or experience supporting diverse client populations

This position requires 510% travel.

Why Join Us:
You will help shape a new high-impact service model directly influencing client satisfaction operational excellence and process innovation across Prudential and Advocate.

What we offer you:

• Market competitive base salaries with a yearly bonus potential at every level.

• Medical dental vision life insurance disability insurance Paid Time Off (PTO) and leave of absences such as parental and military leave.

• 401(k) plan with company match (up to 4%).

• Company-funded pension plan.

• Wellness Programs including up to $1600 a year for reimbursement of items purchased to support personal wellbeing needs.

• Work/Life Resources to help support topics such as parenting housing senior care finances pets legal matters education emotional and mental health and career development.

• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period) after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program whereby an award if any depends on various factors including without limitation individual and organizational performance. To find out more about our Total Rewards package visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.